INVESTIGATING SERVICE QUALITY IN BANKING SECTOR USING SERVQUAL MODEL

Abstract

This research was based on a survey conducted through the use of questionnaire. The research is based upon primary and secondary data both. The primary data was collected through a questionnaire designed exclusively for the study. The questionnaire was designed to collect information about demographic profile of the respondents such as age, gender, education and family monthly income. In addition to this various questions related to the knowledge and experience about banking services, reason for choosing a particular category of bank, type of accounts, factors affecting consumer’s behavior while awaiting banking services etc. Secondary data was taken from research papers, Journals, magazines and websites

The populations for the research is students within the college campus, family, friends, alumni, college professors and nearby shopping malls too and keeping in view the limitation of time and resources, have decided to take the sample of 150 respondents. Questionnaires were distributed both by online and by hand to respondents and enough time given to respondents to fill the questionnaire to reduce sampling error. Questionnaire is constructed in simple language in order to reduce the risk of ambiguity.

Main objectives of conducting the research are to explore the factors affecting Service quality in Private sector banks. To identify the gaps between customer expectation and their perception of service quality provided by banks and to identify the main attributes of service quality in which customers are more satisfied or dissatisfied in private banks.